Returns & Refunds
Should you need to return your product, for any reason, please send it to us at the address noted at the bottom of this page. If it is because it is defective, please state the defect or defects when contacting us, you will be provided with a returns authorisation code at that point which should be noted and included with your returns parcel. You will need to include a note of your name and address with any item/s you wish to return, and if possible, the order or invoice number.
It is your own responsibility to check your order once you receive it, as errors and shortages cannot be rectified after 3 working days.
Any goods to be returned, must be in a re-saleable condition, and in its original packaging, in most cases, if the items simply need repackaging then a 10% charge per item will be made. If the returned item/s are in an incomplete state, for example a profile handle missing its fixing screws, then we will be unable to issue a refund. Costs for return postage are payable by the customer, unless the product is defective. We recommend using a recorded and insured service as we cannot be responsible for damages or lost deliveries. If you wish to send the item/s back 2nd class standard delivery with Royal Mail to keep your costs down, please ensure you obtain proof of postage until your goods value have been refunded back to you, as any item lost in transit back to us will not be refunded and you will need to claim compensation from the delivery service you used to ship the return.
Goods that are not general stock items and have to be ordered in at request can still be returned but will have a 20% restocking fee applied.
We will refund the cost of standard or recorded postage incurred if the product was incorrectly sent by us, or where the product has been returned due to a defect, the maximum paid will be £7.99. However, we will not refund any courier, overnight or express element of any delivery or postage charge including Royal mail special delivery. All refunds for goods returned will be processed within 14 days after the items have been returned and checked by us. Postage costs incurred for returning faulty goods shall also be refunded within 14 days of our receiving the goods.
Any parcel that has been refused by you the customer and then returned back to ourselves, may incorporate a charge from the courier. If this is the case, their charge will be deducted from any refund due back to you the customer from the returned order refund amount.
If you had placed an incorrect order, or you decide that the order is not suitable, you can still return your items however you must comply with the following terms;
- You must notify us within 14 days from the receipt of your order if you wish to be refunded.
- You will be liable for the cost of the return postage costs, for more information please click here and see regulations 34 & 35
- Please contact us with your reasons for returning the goods in order to provide you with a returns authorisation reference code.
We shall only accept items that are returned within 28 days from the date of purchase. Returns outside this timescale is at the managements discretion and their decision is final. Items that are faulty are covered by a 12-month guarantee and will be accepted back within this time limit. Note however that items to be returned must be done so within 7 days of our being notified of their fault.
Replacement items shall only be released by us, upon the receipt of the faulty goods returned by you.
Should an order be returned to us as 'not called for' or 'not collected' after unsuccessful delivery attempts, the order will be cancelled and a full refund given, less the initial postage fee. Where free delivery was given on the initial order, a delivery charge of £6.98 will be deducted from the refund in this instance, to cover the return postage fee charged by our courier.
If you are still unsure please call us on 01978 660021 and we will help you with any query you have. For more details, click here to read more. See paragraph, “Return of the goods following cancellation”
The Handle Studio Ltd
Unit 5 Marlborough Business Centre
Wrexham Industrial Estate
The Handle Studio Team.